Analyst - WFM (Real Time Analyst)

3 days ago

Mumbai, India Etraveli Group Full time

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Greece, India, Canada, Poland and Uruguay.

  • Location: Mumbai / Pune
    Duties & Responsibilities:
    • Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership.
    • Drive real time management performance for In-house contact centers and Vendors.
    • Drive skilling and priority changes for In-house contact centers and Vendors.
    • Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
    • Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
    • Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
    • Ability to conduct root cause analysis and provide operational actions.
    • Publish intraday reports and attendance at regular intervals.
    • Recommend overtime requirements.
    • Provide ad-hoc data and analysis requests and regular reporting.
    • Work extensively on worksheets.

Requirements

    • Minimum 1.5 years of experience as a Workforce Management (WFM) Analyst
    • Excellent written and verbal communication.
    • Strong interpersonal skills to facilitate cross geographic interaction.
    • Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
    • Good analytical skills.
    • Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
    • Possesses good business acumen
    • Education Qualification: Graduate in any stream
      #LI-Onsite #LI-SR1

  • Analyst - WFM (Real Time Analyst)

    6 days ago

    Mumbai, Maharashtra, India Etraveli Group Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and...

  • Analyst - WFM (Real Time Analyst)

    3 days ago

    Mumbai, India Etraveli Group Full time

    Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and...

  • Sr WFM RTA Analyst//WFM Real Time Analyst//BPO

    1 week ago

    Mumbai, Pune, India Hiresquad Full time ₹ 2,50,000 - ₹ 5,80,000 per year

    MNC in Mumbai(Malad) & Pune(Viman Nagar)Hiring for WFM RTAReal Time AnalystCTC UPTO 5.8LPARequire 2+ Years Experience in WFM RTARequire Excellent Communication SkillsVirtual InterviewRole and Key Responsibilities:• Analyze staffing/volume trends and operational performance dashboards.• Develop short, medium and long term staffing plans for assigned...

  • Workforce Management Real

    3 weeks ago

    Navi Mumbai, Mumbai City, Mumbai, India Interactive Brokers Full time

    Job Description We are looking for full-time Workforce Management Real-Time Analysts (WFM RTA) who will be responsible for managing and monitoring the contact centers real-time operational performance. This role involves analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations. The...

  • Workforce Management Real-Time Analyst

    3 weeks ago

    Mumbai, India Interactive Brokers Full time

    Job Description We are looking for full-time Workforce Management Real-Time Analysts (WFM RTA) who will manage and monitor the contact centers real-time operational performance. This role involves analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations. The RTA will work closely...

  • WFM Analyst

    4 days ago

    Mumbai, Maharashtra, India Sterling Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    As a Planning Analyst, you'll be the master of schedules and forecasts, ensuring resources are perfectly aligned with business demand. Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts. This role is ideal for someone who combines analytical thinking with exceptional organizational skills.Duties...

  • Real Time Analyst

    2 weeks ago

    Navi Mumbai, India Wipro Full time

    About the Role We are looking for a detail-oriented and analytical professional with strong knowledge of Real Time Analysis (RTA) along with Workforce Management (WFM). The candidate will be responsible for monitoring, analyzing, and managing real-time activities to ensure optimum utilization of resources and achievement of business SLAs. Key...

  • Wfm Supervisor

    2 days ago

    Bengaluru, Navi Mumbai, India Eastvantage Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the Role:We are seeking an experienced and analytical WFM Supervisor to lead our workforce management operations. You will be responsible for overseeing a team of Real-Time Adherence Analysts who monitor and manage the performance of the workforce, which includes resources from multiple vendors. This role requires strong leadership, analytical, and...

  • Real Time Analyst

    3 days ago

    Mumbai, India Sterling Full time

    Real-Time AnalystJoin our team as a Real-Time Analyst and be the heartbeat of our contact center operations! You’ll monitor live performance, respond to challenges on the spot, and support the team in maintaining peak efficiency. If you thrive in a fast-paced environment and love making decisions in real time, this role is for you. Responsibilities ...

  • Real Time Analyst

    3 days ago

    Mumbai, India Sterling Full time

    Real-Time AnalystJoin our team as a Real-Time Analyst and be the heartbeat of our contact center operations! You’ll monitor live performance, respond to challenges on the spot, and support the team in maintaining peak efficiency. If you thrive in a fast-paced environment and love making decisions in real time, this role is for you. Responsibilities ...